Evaluating Reference Transactions in Academic Music Libraries

by Sugimoto, Cassidy R.

This study evaluates the quality of reference transactions in academic music libraries. The study builds on previous research that identified music libraries as having different evaluation needs than main, multidisciplinary academic libraries. Using unobtrusive evaluation techniques, this study analyzes chat/IM and e-mail reference transactions at 128 U.S. academic music libraries in order to determine the quality of responses provided. Differences in quality of responses between the two mediums are also analyzed. The results of this study provide a state-of-the-art view of the current media on which reference services are offered for music libraries, and the quality of those services. This work discusses the implications of the findings and provides suggestions for improving the quality of these reference services in academic music libraries.